Customer Experience Program Manager
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Job Location:
Kuala Lumpur - Malaysia
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Location: Kuala Lumpur Malaysia
Team: Customer Experience (CX)
Role: CX Program Manager
Mode: Full-time role
About
Founded in Hong Kong in early 2017 is a pioneering Business Messaging platform that seamlessly unifies customer communication across instant messaging web chat and email. Our excellence has been recognized by G2 and honoured with the SME100 Award underscoring our rapid growth and innovative solutions. Operating in 127 countries and dominating key markets in LATAM EMEA and APAC we serve an impressive roster of industry-leading clients.
Our workforce is a testament to our global reach with remote workforce and employees from all around the world contributing to our diverse and inclusive culture. At we are not just a platformwe are a movement pushing the boundaries of customer communication for tech-savvy organizations worldwide. Join us and be part of a team that is shaping the future of business messaging!
Our Culture
At we move fast work smart and always keep our customers at the heart of what we do. Heres what we stand for:
- Solve Customer Problems: Every effort must solve real customer pain points. No guessworkjust real feedback and clear value!
- The 80/20 Rule: We focus on 20% of actions that create 80% of the value. Simple is powerfulit gets us moving fast.
- 100% Alignment 80% Accuracy: We aim 100% team alignment and 80% accuracy. Perfect plans can waitclear goals come first.
- Be Direct: We give honest feedback and tackle problems head-on. Clarity moves us forward!
- Own It and Support Each Other: We step up help out and drive outcomestogether.
- Build Human Connections: Work is better when we trust care and celebrate wins together. Were a team!
Role Description
Were looking for a Customer Experience Program Manager to turn customer insights into action designing and executing initiatives that help customers stay longer use more and spend more.
This is a hands-on role for someone who can move quickly from data to execution. Youll work with team members and external partners to identify retention and growth opportunities develop structured campaigns and measure their impact.
The ideal candidate is data-driven highly organized and thrives in a fast-paced SaaS environment.
Responsibilities
- Analyze customer segments and trends to uncover opportunities for retention and expansion.
- Translate insights into actionable projects that drive adoption engagement and retention.
- Design and execute retention or growth campaigns with clear goals and timelines.
- Collaborate with cross-functional teams and external partners to ensure alignment visibility and smooth execution.
- Engage with customers gather feedback and facilitate group tests to uncover deeper insights and opportunities.
- Leverage automation and dashboards to make progress and impact visible.
- Track project results and report measurable business outcomes NRR churn reduction faster adoption.
- Continuously refine processes and scale what works.
Qualifications
- Proven experience running customer retention or adoption (preferably in SaaS).
- Strong project management and coordination skills.
- Ability to read and act on customer data (Excel dashboards or similar).
- Proficiency with no-code tools such as Zapier HubSpot or Notion.
- Highly self-sufficient able to identify opportunities problems or needs and execute effectively once goals are set.
- Understand API integration N8N project management - good to have
- Familiarity with retention metrics like NRR churn rate or expansion revenue.
- Experience working in fast-paced cross-functional teams.
- Uses AI or automation tools to improve productivity.
- Excellent communication skills in English with the ability to explain complex ideas clearly.
- Nimble and agile team player who thrives in a fast-paced startup environment.
Heres Whats In It For You
- You will become part of an amazing culture with smart teammates who actually care
- You will grow more here than you would anywhere else that is a promise
- Pizza parties birthday cakes social events (Laser tag go-cart paintball) youll always be looking forward to it!
- Are you a PlayStation fan It gets fun when you get to beat your colleague on a FIFA game at the office!
- Youll get to experience a very competitive compensation
- Youll be covered exclusively on one of the highest medical and dental insurance especially for you
- Unlimited snacks in our specially dedicated snack room. Oreos KitKats Gummy Bears Chips Biscuits Nuts Snickers ... you name it we have it.
- Flexible working environment and working hours
Required Experience:
Manager
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
About Company
*Resume MUST be in English Location: EMEA Role: Partnerships Manager (EMEA) Department: Sales Mode: Full-time About Respond.io Founded in Hong Kong in early 2017, Respond.io is a pioneering Business Messaging platform that seamlessly unifies customer communication across instant messa ... View more
